Today my friend and popular commentator on this blog Jorge Gurza will explain to us why we need to improve our customer service skills so we can make more money online.
The Internet Marketing industry is no doubt one of the best opportunities to achieve financial freedom. However; it is sad to say that it’s also an industry full of predators praying on newcomers or newbies. These predators will promise you the world and are eager to take your money and once they do, the romance and the honeymoon are over.
I am a product owner and developer; but before I ever came up with my own product to offer people, I was, and still sometimes am a consumer. So I have been on both sides and as a consumer for me, there is nothing more demoralizing than buying a product and then be left out there to fend for myself. Of course, in the sales page I am promised top-of-the-line technical support, step-by-step take me by the hand help, and of course, the seller always assures me that he is my friend and that he is totally committed to my success.
Unfortunately, sometimes what I receive is nowhere close to the bold and false promises made by the seller before I said… “I DO” or I took out my credit card. Of course, that always leaves me with a REAL bad feeling of buyer’s remorse and disappointment after the purchase.
So when I decided to offer my own product to the public, I looked for what was missing in the IM industry and pretty consistently I found that people complained about not receiving real personal service and value. Like not receiving answers to their e-mail questions, not being able to get someone on the phone, not being able to receive technical support in a timely manner, etc. The list could go on and on…
As Internet marketers we should consider it an honor and a privilege when people visit our websites, when they sign up to our e-mail list, when they show interest in our product, and of course when they do buy our product. We have a responsibility and we should honor these people because it is just because of them that our own online business will fail or succeed.
How many times have you replied to an e-mail sent from a marketer that goes nowhere, or the return address is a no reply address?
How many times have you looked for a phone number to talk to someone before or after the sale?
How many times have you sent an e-mail with a support question and it never got answered?
The real question here for Internet Marketers is:
How would people answer these questions about you, your service, or your product?
People and consumers out there CRAVE personal service. For example; if people opt in to our e-mail list and they reply to one of our auto responder messages, the least we can do is to honor and acknowledge them by personally replying to their e-mail. Trust me, they WILL appreciate it!
Every day as Internet Marketers we have the opportunity and the choice to provide “extraordinary” personal service and value, we have the opportunity to transform this industry by carrying ourselves with honor, honesty, and integrity.
Jorge Gurza is the owner and developer of EZ Affiliate Website Builder. Discover how to make money online by building affiliate websites; you can get started by downloading the free affiliate website builder
29 Comments
Velma Gallant, The Queen of JOY!
October 6, 2008I especially love when I receive that personal touch too. I do end up replying to almost all of the emails and phone calls that come my way. I try to do so in a timely fashion as well. It’s what I would want, so it’s what I give.
The few I’m pokey getting back to don’t usually mind. I have such awesome customers. 😉
Dream BIG!
Velma Gallant
The Queen of JOY!
Lazer Clarity Coach
Host of Welcome Changes Radio
Velma Gallant, The Queen of JOY!s last blog post..Howard Falco ~ Download
David Braybrooke
October 6, 2008Great article Jorge, thanks!
‘People and consumers out there CRAVE personal service.’ I’d be more than happy if my calls were returned. Perhaps I am one of the jaded masses but I don’t expect exemplary customer relations from businesses that I deal with.
When it happens, I am more than pleased of course! To be quite candid, most of the emails in my inbox don’t have the ‘no-reply’ address yet I can sometimes understand why companies adopt the ‘n.r’ policy. Click on the URL, visit the website and fill out a support ticket. Inconvenient? It could be a sales strategy? You visit their site and get ‘dazzled by the spin’ there! That’s probably the ploy anyway.
One does get the occasional ‘If there’s anything else I can do to assist you Sir, please don’t hesitate to contact me’ etc, etc. Puts a smile on my face and I sometimes think of the cheekiest responses … ‘How about a double date to the Dodgers game this Friday?’
Back to the drawing boards … Be nice to someone today, and do it just because you want to! No fiscal considerations necessary!
Cheers,
Dave.
David Braybrookes last blog post..Original, #1 Rated Poem By ‘Fatherspirit’ – Copyright © 2008.
David Braybrooke
October 6, 2008‘Dream BIG!
Velma Gallant
The Queen of JOY!
Lazer Clarity Coach
Host of Welcome Changes Radio’
You’ve won me Ms Gallant! The Queen of JOY indeed! I signed up quick smart for the Welcome Changes Newsletter and would encourage everyone to do the same!
Tres exquisite! …. I’m listening!
D. Braybrooke.
Bruno Auger
October 6, 2008I have run into a few marketers where the customer service is non exsistant.
Personally myself I would give as much sevice I could handle . I know there is some people who just want the world from your service but to be realistic you can not satisfy everyone.
I do like when marketers recognize the consumer and not just treat us as another sale.
Bruno Augers last blog post..Foolproof Website Promotions Strategy
Ted Alexander
October 6, 200810/6/2008
Dear Jorge:
I have a very powerful service to offer all Americans and even the world.
it is about money. Money today is just bank credit and not real money. It is a counterfeit being passed as real money. Real, lawful money is backed or redeemable in gold and silver. I have the resources that can exchange one for one with Federal Reserve Notes (FRN’s) for our real
gold and silver backed notes thereby with you ending up owning the gold and silver.
These FRN’s don’t even qualify as real notes. FRN’s are fiat or counterfeit dollars or I.O.U’s. Would you sell your car or house for an I.O.U? Well, believe it or not, that’s what we are doing when we use FRN’s for money.
Real money is a note that says who issues it? (US), what is it offering? (Lawful money, gold and silver), how much of it? (Amount in Dollars), when? (on demand). and to whom? (Bearer). Does FRN’s say any of this on their printed bills? Find out by taking out any bills in any denomination and see if it does. Prove it to yourself
I have a private club that offers real money, backed and redeemable by gold and silver through a private mint. We also offer members a mastercard ATM card that uses real money in gold and silver, where you can exchange one for one FRN’s for real money. This is better then our old silver certificates.
If you would like to find out more about this, write to me, Ted Alexander of Premier Resources International LLC, , and I will respond with an email invitation in return and direct you to the website to access this incredible service. -Ted Alexander.
Kenny Ritchie
October 6, 2008Customer service is the only key to success in any business. As a call centre manager in my day job I am more than aware of this.
I am amazed by the last response however which prompts my reply. Of course money isn’t real it’s a leap of faith which has allowed us to evolve out of our primitive roots.
A lot of what we do on this planet is based on trust and based on some very fragile concepts when analysed with any great vigor.
Great post Jorge I salute you.
Kenny Ritchies last blog post..Website Flipping Secrets Revealed
Molly Dalbec
October 6, 2008This is an excellent article and I think everyone can relate to it, one way or the other. Personal customer service is an absolute must. Thank you for sharing that:)
Molly
Molly Dalbecs last blog post..Things to do on Hawaii Big Island
Dora
October 6, 2008Jorge, thanks for those down-to-earth content. What you had said was not new to me for I had been there before.
I just started my online business about six months ago on a part-time basis and came across a couple of cases where they promised you the moon but once signed up, it was a different ball game altogether. And there was one in particular who told me that the 3-day guarantee period was over when I asked back for a refund. Who has ever heard of a 3-day guarantee period?
This case is with the FTC now. It involves a sum of $3,230/- To all readers of this blog, beware of the guy sitting on a deck chair in his swimming trunk and wearing sun glasses for he is nothing but a conman!
Christine Robins
October 7, 2008It doesn’t matter what business you are in… online, retail, commerce… your service ethic should be the same – give ’til it hurts! Look after your customers as if they are irreplaceable… they are! If your mindset is that each and every customer is a friend, not a cash cow, you’ll know how to treat them.
Jussi Koiranen
October 7, 2008Good Service is Good Business!
Velma Gallant, The Queen of JOY!
October 7, 2008Thanks for the kind words, David! I saw you come in today. 🙂 Hope you enjoyed the shows.
Dream BIG!
Velma Gallant
The Queen of JOY!
Lazer Clarity Coach
Host of Welcome Changes Radio
Velma Gallant, The Queen of JOY!s last blog post..October 7, 2008 ~ Bo Bennett ~ Year to Success
BlogVue
October 7, 2008Great post, Jorge. Customer service is A#1. I have yet to hear from a fellow concerning his script I downloaded, with Paypal already configured and takes payment in GBP. Well, I live in the US and need USD. Unable to find in the script to change this to USD and tried everything. Contacted him for instructions to change it and all I hear is crickets in the background.
Dora: I know the program you speak of. the guy in the beach chair didn’t look credible to me and the program was way to much money. BIG turn off. By law (if I am not mistaken) you have 3 business days to cancel a transaction. Hopefully there was a Saturday and a Sunday mixed in there which would technically give you 5 days.
Glad you are fighting back and I hope you get all your money returned, plus some. Thats a lot of money to spend online. Best wishes for you.
BlogVues last blog post..Using Article Directories For Profit
normz2
October 7, 2008I used to work for Sears in better times. They had a great motto: we service what we sell. This should be true of any business.
Wayne Bell
October 7, 2008Great article Jorge and a a good reminder to us all that customer service should be one of our top prioroties. It is the one thing that is hard to find these days, online and off.
Regards
Wayne
Jorge EZ Affiliate
October 7, 2008@ Velma Gallant – Personal touch is always nice 🙂
@ David Braybrooke – You’re welcome, I am glad you liked it.
@ Bruno Auger – I totally agree.
@ Ted Alexander – Interesting… I am glad you have a very powerful service to offer all Americans and even the world. I’m Really Happy for You 🙂 and thank you for the invitation, but right now I have much to do to take something new on.
@ Kenny Ritchie – Thank you… I salute you Back 🙂
@ Molly Dalbec – You’re welcome, thank you for your kind words 🙂
@ Dora – You’re welcome, I hope you get your refund and I wish you MUCH success and abundance in your new business.
@ Jussi Koiranen – Amen to that 🙂
@ BlogVue – Thank you, I hope you get your script working for the US.
@ normz2 – I wish everyone thought like you 🙂
@ Wayne Bell – Thank you for your kind words.
Again, I want to thank everyone for your kind words and for giving me the opportunity to share with you.
@ Reed – Thank you for the opportunity to be a part of your blog. AND, thank you for a video you posted in YouTube on your Birth-Day a while ago… You inspired me to start my email list and my business has been doing MUCH better ever since. I appreciate you and the difference you have made in my life.
Take care and I wish EVERYONE great success! 🙂
Jorge
Jorge EZ Affiliates last blog post..Don’t Like or It’s Hard for You to Create Content & Articles?
Georjina
October 7, 2008Great post Jorge.
It’s interesting that it is often the one element for success in any business and the least considered.
Answering emails is the easy part, but I also request a time to call back if the email isn’t clear. You’d be surprised how many people are shocked that I really do call them – on my dime!
Georjinas last blog post..When Will Your Someday Arrive?
Jussi Koiranen
October 7, 2008“People and consumers out there CRAVE personal service.” I must adress this subject again after going to look at your blog Jorge. Because people really do CRAVE for personal service! All this recession talk and everything else is also gonna put bigger and tighter locks on peoples spendings.
What we need is service and information. As I have written as a comment here before is that the web needs more high quality content about the products sold exlusively online. If I see an interesting product and have a question about it, that goes un answered, I don’t buy, one sale lost.
When working in a direct sales company and now as I’m building my own Network Marketing team that every question is always a purchasesignal. So be sure to be able to answer the questions and offer timely product education.
With this time almost everyone being a coach of some sort we should also understand that information flood has made it more important for people to have professional coaches. And what a coach does? Empowers! Empower your customers.
If your prospects become empowered customers through you, guess what will happen to your conversion rates? Something real good. And repeat sales are given.
Jorge EZ Affiliate
October 7, 2008@ Jussi Koiranen – You bring up a VERY important point… Many people think that power is being powerful, feared, important, grand, rich, etc…
One can only become powerful by EMPOWERING others and generating power around them.
Serving others and making a difference in their lives IS being powerful AND the road to success…
Powerful stuff eh? 🙂
Jorge
Jorge EZ Affiliates last blog post..Don’t Like or It’s Hard for You to Create Content & Articles?
PV Reymond
October 7, 2008Yes I agree, most people in our industry promise you help, but once you buy from them you are left alone to figure out everything by yourself.
Then the customer gets angry and feel frustrated and probably he will never buy from that marketer again.
These people are losing customers just because they are lazy and have a customer support system that does not work.
You have to put yourself in the shoes of your customers to feel what they feel and to know how they want to be treated.
I always respond to emails that customers and prospects send me… And I do it ASAP.
This way they realize that I care about them and that I really want to help them.
If you are in this business you have to understand that your customers are those that give you the money… If you treat them the way the want and you deliver what you promise they will continue buying from you.
Thanks,
^PV Reymond
http://www.pvreymond.com
Zhana
October 7, 2008What is the best way to attract affiliates who will have a customer service mentality? I am looking to attract people to my free affiliate program – just click on my link for details.
Paul
October 7, 2008Great content here,
The customer support is what diference a normal company of a great company.
Paul.
Pauls last blog post..Article Marketing – The Easiest Way To Make Money Fast!
Mike
October 7, 2008People have and always will buy from people. No matter what your sales process is or how many outstanding freebies or ethical bribes you may be giving to your customers, they still ultimately buy from you.
Part of that buying decision is your customer’s belief that you will follow through on what you promise.
Everything that we do online, we receive a grade for, whether we know it or not. Give someone crappy customer support, they leave you in a heartbeat.
It’s not just about making sales, it’s about building lifelong relationships with customers that will buy from you over and over again.
Peter
October 7, 2008Hey Reed,
you picked the right person to tell us that a good service is more than Good Business. But you always should keep in mind telling the truth and not playing with mighty tricks which no one could trace.
Peter
Carrie Pierce
October 7, 2008Bravo Jorge!
There is such truth in what you say. Thank you for saying it.
I have always believed that selling should actually be ‘sharing’…sharing products and services you feel good about and believe in with folks you genuinely care about.
That formula is a Win-Win and to deviate from it is disaster.
I appreciate your blog- and am hopeful the word will get out there to the very folks who really need to hear it!
Jorge EZ Affiliate
October 7, 2008@ PV Reymond – Totally agree and absolutely right.
@ Zhana – I would suggest you give your affiliates GREAT service and request them to do the same or pay it forward to the people they refer to your program. 😉
@ Paul – Thank you, and you are right.
@ Mike – That’s what it’s all about.
@ Peter – Thank you.
@ Carrie – 🙂 you’re welcome and thank you for your kind comments.
Take care everyone.
Jorge
Jorge EZ Affiliates last blog post..Don’t Like or It’s Hard for You to Create Content & Articles?
Luca - Reach Success Online
October 7, 2008Jorge,
You are bang on. I’ve not been in the online business very long but I’ve been in saled all my life and customer service is No. 1
Without it you only grab that quick sale and that’s it. If you want to be in business for the long haus (online or off) know your customers and treat them right because the will come back.
Thanks
admin
October 12, 2008Thank you Jorge and thanks everyone for the awesome commentary.
Drupal Web Development
March 13, 2009This post is really a must bookmarked for me! Thank you so much. 😀
Just asking, do you use Aweber? If so, can you provide more information on this? I am subscribed to your rss to check if you are going to post something on Aweber. 🙂
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May 19, 2010Hello. Excellent work. I anticipate this. This is the excellent story. Many thanks!
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